Vidhan Sharma Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Builds and maintains close customer relationships with Technical staff and Sr. Management.Collaborates with Forcepoint internal teams including Sales/SE, Support Delivery, Professional Services, Product Management, and Engineering.Develops a holistic view of each customer and proactively identifies areas where expansion opportunities exist and product value can be maximized.Leads technical escalation and management conference calls. Assumes a leadership role in providing case status updates to Forcepoint management, account teams and customers.Conducts and leads Customer Care account review meetings. Account reviews will include open case load trending and measurements of SLAs.Performs product Health Checks and provides maintenance best practices along with training recommendations.Maintains high level of awareness of service issues affecting the Forcepoint environment and proactively engages with customers to avoid potential interruptions and downtime.Identifies, facilitates, and ensures effective communication of all technical queries and problem resolution from the customer to corporate resources.Documents and manages action items, assigned owners, and timelines during a break/fix customer impact event. Ensures suitable levels of service personnel and activity during problem resolution at all locations.Drives corrective action plans, participates in Root Cause Analysis including incident and problem management activities, and clearly articulates next steps to the customer.

Pune, Maharashtra, India

Act as SME and provide process/product Trainings to 20 - 25 vendor team members and helping through smooth transitioning process.Oversea Disability LEA (leave as Accommodation and Accommodation administration process of US based Amazon Employees.Address escalations to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with corresponding leave plans, federal and statelaws and benefit plans as defined by Amazon.Leverage duration guidelines, best practice tools and Amazon resources to support oversight of leaveevent as appropriate.Critically assess and adjust case management plan to employee's changing needs. Respond to employee impacting issues that may arise during leave event and ensure right communication occurs.Maintained quality score for team above 95% with productivity of 103% percentile.Identify and solve problems that may arise, sometimes with limited information Facilitate smooth return to work and ramp-back plan for employees returning to workplace.Educate managers and business partners on employee concerns and needs prior to being off or returning back to work Communicate regular updates to employees and stakeholders both verbally and in writingEnsure compliance with standard work, federal/state regulations, and company policy.Maintain system records to ensure accurate and timely information/documentation.Consult, coordinate and partner with our third-party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate.

Ahmedabad, Gujarat, India

As Assistant Manager at Vodafone, I was responsible for:• Handling the frontier transition team to ensure the successful management of the customer accounts, billing information, and other assets• Assisting the advisors with all types of queries.• Making process reports and responsible for training and mentoring new advisors.• Attending client calls and conducting weekly meetings and RnR along with the WBRs / QBRs. • Data mining and working with the assigned team to achieve monthly goals. • Meet and improve process SLAs through Quality• Doing quality audits and detractor analysis for the assigned team on a weekly and monthly basis.• Ensuring the team’s monthly performance• Dealing with all the client escalations and doing RCA (Root Cause Analysis)• Identifying the areas of opportunities to improve the overall process• Working closely with SMEs to ensure that proper support is being provided to the associates

Bachelor Of Arts - Ba, European History

Education record